Overview As Principal Product Manager, you define the long-term vision for CS observability and multi-year roadmaps to improve how customer experiences are measured and enhanced. You'll lead cross-functional delivery with Engineering, Operations, CX Metrics, Quality, and Programs to drive data-driven improvements at scale. You'll translate complex needs into actionable product plans, measure impact with clear metrics, and guide teams through ambiguity toward scalable solutions. This role offers the chance to shape QoS foundations that transform customer interactions and reduce cost-to-serve.
Compensation / Benefits- health insurance (medical, dental, vision)
- RSUs
- 401(k) matching
- paid time off
- parential leave
- sign-on payments
Responsibilities- Define and own the long-term product vision, strategy, and roadmap
- Own product-level success metrics aligned to cost-to-serve and customer experience goals
- Serve as escalation point for cross-functional blockers and governance decisions
- Lead end-to-end product execution across matrixed teams with Engineering, Ops, CX Metrics, Quality, and Programs
- Translate complex requirements into BRDs, prioritization frameworks, and execution plans for alignment with stakeholders
- Establish intake, prioritization, tracking, and measurement mechanisms using analytics and data-driven decision making
- Optimize product efficiency across its lifecycle
- Demonstrate deep technical fluency in system integrations and architecture to inform trade-offs
- Operate autonomously in ambiguous, fast-changing environments
- Develop and mentor the Technical Product Management community
Key requirements- Bachelor's degree
- Experience owning/driving roadmap strategy and definition
- Experience with feature delivery and tradeoffs of a product
- Experience in technical product management
- 4+ years of technical product or program management experience
- strong communication and collaboration
- leadership and stakeholder management
- analytical thinking and problem solving
- product management expertise
- data-driven decision making
- analytics and BRD development
